Technology Service Analyst (LA)

Dykema Gossett PLLC, a leading national law firm  is seeking to hire an experienced Technology Service Analyst in the Los Angeles office to serve as a member of the Support Services team.  The Technology Service Analyst is responsible for providing technology set-up and end user support in the office, including troubleshooting and resolving custom application, system or hardware issues.  The Analyst will act as a project resource within the firmwide information technology team to ensure seamless delivery of services and support for the end user.  This position has frequent in-person, phone and email interaction with our attorneys and staff and requires in-depth technical knowledge, network and server experience, and the highest level of customer service skills.  This position offers opportunities to participate in firmwide IT projects and initiatives.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide timely in office and remote support including troubleshooting, research and resolution of incidents through email, phone and face-to-face interactions.
2. Guides users through diagnostic and troubleshooting processes, which may include use of tools and software and/or following verbal instructions. 
3. Collaborates with other Support Services team members to quickly research and resolve problems.
4. Create, maintain and resolve service tickets, escalating tickets to other teams as necessary taking full ownership throughout the problem resolution life cycle.
5. Provide operational support with video conferencing systems inside the office and remotely if necessary.
6. Manage local hardware assets, repairs, upgrades and tracking.
7. Support the management of company assets, including testing and procuring new equipment.
8. Adhere to all IT and user quality assurance policies and practices and all Firm security policies.
9. Flexibility to work on-call schedules or other time frames as needed.
10. Travel to other offices if necessary for support.

 

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

1. Proficient with Microsoft Windows 10 and Microsoft Office 365 within a professional services organization.
2. Knowledge and support of various mobile email devices (iOS, Android, Windows phone, etc.).
3. Familiar with computer hardware (desktop/laptop) and image deployment methods (SCCM).
4. Ability to communicate effectively and professionally in a diverse team environment with all levels of the Firm and outside vendors.
5. Ability to quickly diagnose, organize, and prioritize competing deadlines and setting service expectations with end users.
6. Strong attention to detail, organizational skills and the ability to handle multiple projects.
7. Ability to explain technical issues to technical and nontechnical employees and customers.
8. General knowledge of standard networking concepts.
9. Excellent interpersonal and customer service skills.
10. Requires some lifting of moderate to heavy equipment including replacing computer monitors, troubleshooting printers, assembly, etc.
11. Familiar with Automated Call Distribution systems.

Great Benefits for Great People

Dykema offers a comprehensive benefits package designed to support the well-being and success of our employees both personally and professionally.  This includes competitive health, dental, and vision insurance plans, along with flexible paid time off (PTO), holiday leave, and a retirement savings plan with profit sharing for eligible employees.  Other benefits include flexible spending programs, health savings account, commuter benefits, and personal and parental leave programs.  We prioritize work-life balance and offer wellness programs, and access to mental health support. Additionally, employees enjoy access to professional development programs, a supportive and inclusive workplace culture, and various employee discounts and perks.  We are committed to providing a benefits package that helps our team thrive and feel valued.  The offered salary will be determined by a variety of factors including, but not limited to, work location, individual skill set, previous/applicable experience, education, external market data and consideration of internal equity.

The salary for this position is $60,000 - $70,000 in Los Angeles.  The offered salary will be determined by a variety of factors, including but not limited to, work location, individual skill set, previous/applicable experience, education, external market data and consideration of internal equity.

 

EEO STATEMENT

It is the Firm’s policy to provide employment opportunities to qualified applicants and employees on an equal basis without regard to the individual’s age, race, c